Guidance in creating an Outlook / Exchange based helpdesk system
Posted on 2008-10-08
I am planning to create a helpdesk / ticket tracking system. I want to use Outlook and Exchange, and hopefully exploit some of the features of this software which I am sure are there, but I am not familiar with.
My application must work as follows:
On the server:
Receive an email addresses to firstname.lastname@example.org
If this email has a ticket number in the header / subject, then move it to a "live cases" folder of a shared Inbox.
Otherwise assign a ticket number and place in a "new cases" folder on the shared inbox.
Users will reply to emails and the conversation should be displayed in a newgroup-style tree.
Closed cases can be archived to another folder.
There should be some way to assign a priority and owner to each case.
I am familiar with the normal operation of Outlook and Exchange, and I am conversant in SQL and development, but I am sure there must be a way to achieve all this within the boundaries of Outlook and Exchange, I just need some pointers.
How can I assign a ticket number and modify the subject of incoming email, and then move it within a shared inbox?
Can I use an outlook form to change the appearance of a regular email to include a case owner and priority field?
You can see where I am going...